Professional Call Center With Reporting - Nortel Call Center Set Up And Operation Manual

Professional Call Center with Reporting

A year after they installed Basic Call Center, Mosaic Hardwood Flooring moved to a larger
location and expanded their team to 33 members. They also now have one PRI trunk, which lets
them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased
call volume. They want to be able to direct calls to sales, customer service, preferred customers,
and installation bookings. They want to track how many of each type of call is being received each
week, and they want to tell callers on hold what the Expected Wait Time is.
Mosaic now has seven on-site and two off-site sales representatives. There are two staff members
who book installations and two staff members who track service requests. The installation team
has expanded to 20 members.
Three senior sales people handle the preferred customers calls. Only the sales people take
sales-related calls. Installation bookings calls are handled by the installation booking employees.
Service requests are handled by two service request employees and any of the installation team
when they are in the shop.
Here is how Mosaic configures their Professional Call Center:
"General Configuration" on page 230
"General Properties" on page 231
"Caller Input Rules" on page 231
"Expected Wait Time" on page 232
"Activity Codes" on page 232
"Lines" on page 233
"Skillset 1" on page 233
• "Routing Tables" on page 234
• "Service Mode" on page 235
• "Overflow" on page 235
"Skillset 2" on page 236
• "Routing Tables" on page 236
• "Service Mode" on page 237
• "Overflow" on page 237
"Skillset 3" on page 238
• "Routing Tables" on page 238
• "Service Mode" on page 239
• "Overflow" on page 239
"Skillset 4" on page 240
• "Routing Tables" on page 240
• "Service Mode" on page 241
• "Overflow" on page 241
Chapter 17 Examples of Call Center configurations
Nortel Call Center Set Up and Operation Guide
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